Customer Support Specialist I Full Time NEW

Swooped is a Talent Platform (not a staffing agency). We are not the employer for this role and do not make hiring decisions. Clicking “Apply” takes you to Swooped to review the role and hiring company details.

About the Opportunity

The organization is the leading business management system designed for the needs of barbers, shop owners, and their communities. The company believes the pursuit of artistry and autonomy should not be restricted by the complexities of running a business. With the organization’s platform, custom-branded tools, resources, and guidance are provided to help barbers of all stages and experience levels attract and retain more customers, efficiently manage their shop operations, and increase their revenue.

The organization is trusted by a significant number of barbers across many shops in numerous cities worldwide. From streamlined booking and opening new shops to real-time earning dashboards and building lasting customer relationships, the platform supports shop owners in seamlessly bridging the gap between their personal craft and business goals. This role enables barbers everywhere to unlock their full potential both as artists and as entrepreneurs.

Summary

The Customer Support Specialist I is the first point of contact for customers and their clients, providing timely assistance, troubleshooting basic issues, and helping shops and barbers succeed using the platform. This position may work shifts to support the organization’s global customer base.

Reports To

Manager, Customer Support

Key Responsibilities

• Respond promptly to customer inquiries through chat, email, and phone.
• Troubleshoot and resolve common technical and account-related issues.
• Escalate complex cases to Tier II or other departments as needed.
• Maintain accurate and detailed records of customer interactions and resolutions.
• Develop a strong understanding of the organization’s products and services to provide effective support.
• Deliver excellent service by ensuring a positive and professional customer experience.
• Identify recurring issues and share feedback with the team to improve processes.
• Contribute to maintaining and updating internal knowledge base articles.

The duties and responsibilities outlined above are not a comprehensive list and additional tasks may be assigned from time to time based on business needs.

Required Qualifications

• 1+ years of technical support experience.
• Prior experience and understanding of Android, Apple, Mac, PC technology and operating systems.
• An outside-the-box thinker and problem solver, able to diagnose problems even when there isn’t a manual.
• Ability to work a 40-hour work week.
• Excellent oral and written communication skills.
• Understanding of Payment Processing and Payment devices.
• Flexibility to work weekends/evenings.

What the Company Offers

• Base Salary
• New hire stock grant
• 100% employer paid medical, dental, and vision insurance for you and your dependents
• 401K plan with company contribution
• Generous PTO and Parental Leave policies

Interview Accommodations

The organization is committed to working with and providing reasonable assistance to individuals with physical and mental disabilities.

EEO Provision

The organization provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Pay Transparency Nondiscrimination Provision

The organization will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

E-Verify Participation

The organization participates in E-Verify.